Founding Service Desk Controller – Grantham

Interaction Recruitment; Belton; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Permanent position

Pension scheme

Training and development opportunities

Bi-annual company socials

Holiday: 24 days + 8 statutory days

Job summary

Interaction Recruitment is recruiting on behalf of our client for an experienced Service Controller to join a brand-new Grantham branch. The role coordinates service, repair and breakdown activity across the customer base, working with customers, engineers and internal teams to ensure efficient scheduling and high standards.

The ideal candidate will have strong organisation, customer service, and ERP/CRM experience, plus a proactive approach to developing new processes in a growing operation.

Qualifications

• Previous experience within a Service Controller, Service Coordinator, Hire Desk, Engineering Support, Transport, Automotive, Plant or similar role.
• Excellent administration, organisation and coordination skills.
• Strong customer service and communication skills.
• Experience using ERP, CRM or service management systems.
• Good working knowledge of Microsoft 365.
• Ability to work effectively as part of a team and adapt to a new branch environment.
• Willingness to learn and develop new processes and procedures.

Responsibilities

• Acting as the first point of contact for customers requiring service, repairs, maintenance or breakdown assistance.
• Coordinating daily service desk activity and ensuring customer enquiries are dealt with promptly and professionally.
• Planning, scheduling and allocating jobs to field service engineers, taking into consideration customer requirements, engineer availability, location, skills and urgency.
• Liaising with customers to arrange engineer attendance, provide updates and manage expectations throughout the job.
• Raising, monitoring and progressing service jobs through the company's ERP/service management system.
• Preparing quotations for repair work and following up with customers to obtain approval where required.
• Liaising with engineers regarding job updates, parts requirements, technical information and completion details.
• Coordinating parts requirements to help minimise customer downtime.
• Reviewing completed engineer reports and ensuring jobs are accurately documented and closed down.
• Supporting accurate and timely invoicing of completed service work.
• Building strong working relationships with customers, engineers, suppliers and internal teams.
• Handling customer queries and resolving issues quickly and professionally.
• Supporting the wider service team with process improvements as the new branch develops.
• Working in accordance with company health, safety and environmental policies and procedures.

Skills

ERP experience

CRM experience

Customer service

Organised

Communication skills

MS 365

Tools

ERP system experience

CRM system experience

Service management software

Job description

Interaction Recruitment is recruiting on behalf of our client for an experienced Service Controller to join a brand-new Grantham branch. The role coordinates service, repair and breakdown activity across the customer base, working with customers, engineers and internal teams to ensure efficient scheduling and high standards.

The ideal candidate will have strong organisation, customer service, and ERP/CRM experience, plus a proactive approach to developing new processes in a growing operation.